Senior Client Operations Analyst (Hybrid)

Position: Senior Client Operations Analyst

Location: Tampa Florida/New York City Metro Area / Washington DC Metro Area/Chicago, IL

About Us:

FIA Tech is the leading technology provider to the exchange traded derivatives industry. Owned by a consortium of twelve leading clearing firms and the Futures Industry Association (FIA), FIA Tech is committed to serving the industry and launching innovative solutions to improve market infrastructure across the listed and cleared derivatives industry. FIA Tech works in close partnership with the broader industry, including exchanges, clearinghouses, clearing firms and other intermediaries, as well as independent software vendors, buyside firms and end users to bring efficiency to the exchange traded and cleared derivatives industry.  Some of our benefits include company-paid medical, dental, and vision benefits, a 9% company contribution into your 401k, and rich parental leave benefits. Our employees also enjoy having the period from Christmas Eve to New Year’s Day off every year. FIA Tech is proud to be a Great Place to Work Certified.

Position Description:

We are seeking a Senior Client Operations Analyst to join our Brokerage team servicing FIA Tech’s billing & reconciliation data management platforms. The Brokerage Client Services team oversees the day-to-day operations of the eRecs and Atlantis platforms, manages new firm onboarding, and provides business and technical assistance to FIA Tech’s global customer base of derivatives brokerage professionals. FIA Tech’s Client Support Analysts serve as subject matter experts and are the front line of support for users of our industry leading web-based services and software.

Responsibilities:

• Client Service
• Project management
• Data analysis
• Client/firm onboarding
• Client advocacy
• Derivatives industry expertise

Team Responsibilities:

• Support daily operations of Atlantis & eRecs platform
  • Provide direct customer support through ticketing system, phone calls and emails to resolve client escalations
  • Create, distribute, and analyze metrics reports to both internal and external stakeholders
  • Analyze and monitor brokerage settlement trends. Escalate specific issues behind poor settlement internally and externally to firm(s) as necessary
  • Prepare client user documentation regarding Atlantis & eRecs platform functionality.
  • Help lead internal/external client meetings and industry initiatives (i.e., User Group Meetings, Weekly/Monthly Stats Review, etc.)
  • Assist with industry and/or firm related projects.
  • Provide regular metrics and timely updates of projects to management
  • Assist in training newly onboarded team members on products & team procedures
  • Act as an escalation point for junior Client Services team members
  • Achieve excellent understanding of FIA Tech’s products, functionality, and workflows as well as external products that affect our industry

• Support customer usage and operation of FIA Tech’s systems
  • Be domain experts of FIA Tech’s services to provide excellent, responsive customer support via multiple channels – phone calls, emails, and product user group meetings
  • Evaluate, troubleshoot, and follow-up on customer reported issues until resolved
  • Utilize FIA Tech processes and tools to document, communicate, track, and close all customer and or product related incidents/questions
  • Identify repeated issues with specific users or across customers to provide additional training or enhance documentation as needed
  • Obtain and communicate client feedback to management on a regular basis
  • Identify repeated issues within user base and take action to address root causes

• Support new business growth
  • Document requests for new functional product enhancements
  • Create and maintain comprehensive project documentation
  • Track project performance, specifically to analyze the successful completion of short and long-term goals & communicating to leadership if goals are at risk
  • Onboard new firms to FIA Tech’s brokerage systems and assist in tasks such as setup of users, training, and customer project oversight
  • Conduct new user education/training sessions over the web and/or in person

Qualifications / Preferred Experience:

• 5 to 7 years of experience in banking operations, client service, and/or relationship management
• Knowledge of or exposure to derivatives markets is preferred
• Familiarity with FIA Tech software products is a plus
• Working knowledge of basic accounting principles such as payables, receivables, profit & loss
• Experience with data trend analysis and report creation with tools such as Tableau, Power BI, SQL or Python.
• Advanced proficiency in Microsoft Office products, with experience in managing and analyzing data in Excel
• Experience with creating and maintaining comprehensive project documentation as well as tracking project performance
• Troubleshoot brokerage billing related issues & determine root cause
• Outstanding written and verbal communication skills
• Solid organizational skills including attention to detail and multitasking skills
• Ability to work independently and as part of a team
• Proven record of success in a fast-paced environment

Salary Range:  $75,000 - $95,000

Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, geography, and other job-related reasons.